Job
Description
As Customer fulfillment Solution for Water Tech Veolia, we work on tasks that directly impact our customers. We provide wing to wing services to our Sales & Service teams that in turn enable them to retain and serve customers faster and with superior quality. The role is to support the order management and invoicing process utilizing the SAP system and coordinating with the various functions on solving customer enquiries. This key role will see you liaise with all functional areas including Customers, sales, commercial operations, supply chain, logistics, finance. You will also support customer delivery enquiries and provide follow up as required. Key internal contacts will be with the Commercial Account Managers, FSR s, Supply Chain, Finance, Logistics. In addition, you will partner in launching and creating the Brilliant Fulfillment program in SA region along with global colleagues. This important program is an extension of the Supply Chain strategy of touch-free fulfillment and improved customer experience. Primary Responsibilities: Order Management - receiving and processing of customer PO s Operational Excellence and metrics - Order Entry Span, OE Accuracy, Price Agreement renewals execution, price updates, billing linearity Action Salesforce reports and dashboards to ensure accurate eStore (online ordering) and reordering order interface with SAP Service Cloud - Case management (managing communication using Service Cloud through SFDC) Partner with cross functions (finance/supply chain) in executing local regulatory changes Customer visits to maintain relationship and stay connected with requirements Assist the Commercial Teams and Customers through being the single point of contact regarding orders, deliveries and general enquiries Raising invoices and credit notes to meet customer requirements Responsible for billing quality and providing dispute resolution Manage EDI technology via customer portal (invoice uploads) Month/Qtr. end process completed as per financial timetables (rigor around closing activities) Update and maintain customer contact details, pricing and contract information using SAP Maintaining working knowledge of software packages and computer applications. Working with all functional areas of the business to gather required information for distribution. Embrace and fit in with company ethics and safety culture Act as a backup to ensure coverage of all functions held by other CFS team members during periods of both sick and annual leave. Completion of Veolia eLearning and other as required training programs. Take part in Digital transformation and Brilliant Fulfillment related activities and coordinate with cross functional teams. Take part in feasibility testing, solution set-up in SAP system with IT team for customer fulfillment and planning process harmonization and automation projects Implement material management, order management, customer fulfillment and planning process transformation/automation related process changes Drive user adoption - ensure documentation, trainings and control processes exist and drive related change management to ensure global process consistency Continuous improvement activities in the fields from order entry to shipping process Take part in KPI implementation to support continuous improvement actions Take part in gap analysis, process design, proof of concept testing - work on user acceptance tests and post-implementation support Propose areas of improvement in wing-to-wing fulfillment that should be prioritized and launched as Brilliant Fulfillment Projects. 10+ years experience in customer service or supply chain management. Excellent organizational and time management skills Must possess an eye for detail. Ability to work effectively both autonomously and as part of a team. Strategic thinking Good interpersonal, relationship and communication skills. Ability to gain and hold the confidence of all customers, both internal and external Strong planning and analytical skills. Good computer skills (ability use SAP, MS Office) Qualifications Required: Bachelor and above degree, major in business administration and related.
